Dusk Avis 447

Customer service is awful. Took eight emails and waiting on the phone for 59 minutes until I could talk to someone.
Bought a bed but the colour of the headboard was NOT as advertised. It was grey not blue. I was told that the colour was different from the photos due to the lighting used in the studio.So how are we meant to know whether the colour advertised is a true representation of what you receive?
I took a dozen photos as evidence, Wrote numerous emails. Spoke on phone twice for them to reject my concerns.
Very disappointed.

Shocking company. Should have learnt my lesson with the problems with the original bed bought. Have been waiting for many weeks for 2 beds and now likely to be another few weeks after the delivery last week was cancelled. Zero customer service.

I wish I could read reviews before my purchase.
This is a very disappointing experience, with misleading delivery times and poor communication and customer service.

The advertised 3–5 days delivery is simply a lie. Why would you do that? And keep doing this to your customer?

After placing my order, I received no clear updates, no estimated delivery date, and no tracking information even after a long wait. BUT they deducted my money the day after I place the order.

Customer service has been extremely frustrating. The only way to contact them is via email, and while they respond, they repeatedly provide vague excuses for delays without offering any concrete timeline or resolution. I was told to wait “a few more days” multiple times, which turned into weeks. I placed my order on 19 Apr and today is 02 May, I haven't received any of the items.

I specifically ordered these items for my parents’ new home, and the delays caused unnecessary stress and disruption for my family. What’s most disappointing is the lack of accountability or urgency from the company.

I would strongly recommend ordering elsewhere if you value reliable delivery and responsive customer service, and avoid the hustle caused by this company. Their product is not that special anyway.

If I could give 0 I would

The worst customer experience I’ve ever had. I had 2 deliveries due 16/04/26 one was delayed a day and the other is completely untraceable. Received the 1 order today only to receive half a product, there was supposed to be 2 boxes and had 1. Rung DX to see if it was accidentally left on the van and they said they’ll be delivering the other box another day??? This isn’t my first negative encounter with Dusk, I ordered a TV unit last October, they sent me an ottoman instead of the TV unit and said the TV unit was out of stock so had to wait until late January.

All they offer as compensation is vouchers which I do not want or is not good enough as I wish to never make a purchase from them again. It doesn’t make up for the wasted time and wasted holidays I have had to take to be here for deliveries that have not been fulfilled. It’s almost impossible to get hold of them, they take days to reply to emails with no contact number to speak to a human.

It’s such a shame as their products are beautiful and reasonably priced but at this rate I’d rather pay extra and feel reassured that my order will turn up on time and receive good customer service. From reading these reviews I have no idea how this company is still operating or why they haven’t sorted their service out!

I ordered 6 towels in January 2025 - only got 2.

It took months of escalating - emails sent to an inbox, they came back saying, please note this inbox is not actively managed??

Ignored for months and then eventually given only 4/6 of my towels.

This is fraud.

Avoid them at all costs! Poorly made beds that break and no spare parts or help from customer services

We bought a sofa and an ottoman bed for our new house just two years ago and both items are in need of replacements, nothing built to last so we won’t buy anything from them again - decent prices and looks but no quality at all

I was concerned after reading some of the negative reviews but went ahead anyway.
Bought the Lana round coffee table and am thrilled
with it. Just the right size and was easy to put together, also had some spare screws and fittings.
Delivery was on time and the guy was very pleasant.
Also it was pretty cheap. Can’t fault it and will buy again from Dusk.
Sorry others didn’t have such a good experience but I did and wanted to share.

I ordered a king size ottoman a year ago. It took about 3 months to arrive from ordering and they kept moving the delivery date back even further. When it finally arrived I assembled it following the instructions but the gas lifting mechanism never functioned meaning I had to remove the mattress and hold the frame up to store things inside. The frame feels flimsy and has creaked significantly ever since I bought it. I contacted customer service who were extremely unhelpful. I like the look of the bed but the quality is poor and the customer service is shocking. I definitely won’t be buying a bed from them again. My last bed lasted 8 years and was £99 from eBay! I’ve had this a year and am already looking at replacing it due the unsupportive frame resulting in back issues. Very disappointing.

My delivery was due yesterday (for which I had to take a day off work) was cancelled last minute as apparently only half the order was received by the depot. It is unacceptable to be expected to wait 48 hours for a new delivery date - you should be contacting customers immediately with at least an apology!!

Still waiting on a response from last review trying to get through to customer service constanly no answer i will review every day till this issue is resolved so i sugest you get in touch !

My bed should have been delivered over a week ago hasn’t turned constantly calling no answer email everyday same excuse we will sort still waiting iam so mad iam now going to pass to my credit card company

Unprofessional and unhelpful.

I ordered 3 pieces of furniture and I accidentally got half term wrong. I apologised and gave plenty of notice to bring the delivery forward a couple of days but they were unwilling to help. I can not abide by poor customer service.

I will not be using or recommend this company going forward.

Honestly I was worried!
We ordered 4 bits of bedroom furniture. I hadn't read the reviews before purchasing.
When you are adding to your basket each item has an estimate of when it's to be dispatched and what the estimated delivery will be. (It will be a few weeks )
You will be contacted around that time by the delivery service asking to book a date from there calendar. I did all of this and everything apart from 1 item arrived on time on the day if delivery. 👍👍
I sent an online query to dusk about the last item. They automatically replied via email said it would take three working days to locate and they'd get in touch. Well within those three working days they'd dispatched my item and it was on its way to me. (It arrived👏) Very quick at resolution and I'm impressed.
The furniture we bought is well made and lovely to assemble and exactly like the pictures.
I have to write this beacuse of all the bad reviews I felt it was important to leave a positive experience.
4 out of 5 is just for the initial missing piece.

Paid nearly £500 for double bed frame & shipping.
Is not same bed as picture but still nice and good quality.
also read description really closely as all colours are different materials.
Was delivered a week later, no problems with delivery

AVOID AT ALL COSTS!!! They might look all professional and proper online however had issues from day 1 and now since reading other reviews everyone else have the same issues. Happy to take your money give you a delivery time and date but no show. You wait over an hour to speak to someone for her to say “sorry” while my sofa is still missing in transit after paying over £1000 and for delivery. Cowboy joke of a company. From experience do not use for your own sanity. Cancel your orders and go elsewhere please.

One star is one star too many! They seem to have lost my bed and mattress and are not responding to any of my emails so my money is sat is their bank which Im sure is illegal. Ive tried to cancel the order and they ignore me.Its now held at shipping which seems to be a recurring theme for Dusk:
Order S23616302
Exception
Held at Delivery Depot
DX Freight

The Dusk support is non-existent. You reach out to them, and the only way to get their attention is to put a bad review on here! On the other side, when I reached out to Cotswoldco for support, they replied straight away, and they were very busy too! So what is your excuse, 'Dusk'?

Customer care non existent if you have a problem.
Practically impossible to get a refund.
Think carefully about purchasing if you are worried about any issues.

I have ordered twice before from Dusk with no issues.
On 8 Jan I placed an order for bedding - £80
Still not received and no update
Can not speak to anybody and automated contact form states - we are pleased we have helped - they haven’t!

EDIT - Later the same day as I wrote this review, plus a comment on Facebook I received a phone call, e mail & my order was despatched - if I had been able to speak to somebody the issue could have been resolved.